Zendesk US Government

^{Introduced via gitlab-com/support/support-ops/support-ops-project#1890}

Understanding the Zendesk US Government system checker

What is the Zendesk US Government system checker

The Zendesk US Government system checker is a setup using scheduled pipelines to check the status of Zendesk US Government. It posts to the #feed_status-zendesk-usgov Slack channel.

How does it work

At the top of every hour UTC (0 * * * *), a scheduled pipeline causes the bin/run script to execute. This does the following:

• Gathers the current Zendesk status information from the following API endpoints:
  • List Active Incidents
  • List Maintenance Incidents
• Compares the current Zendesk status information for incidents to that of the stored information from data/incidents.yaml file
  • If the Zendesk status information for an incident is not within the stored information (and it is not already resolved), the information is stored as a new incident
  • If the Zendesk status information for an incident is within the stored information (but there are differences between the two), the information is stored as an updated incident
    • If the update is it being resolved, the item will later be deleted from the data/incidents.yaml file
• Compares the current Zendesk status information for maintenances to that of the stored information from data/maintenances.yaml file
  • If the Zendesk status information for a maintenance is not within the stored information (and it is not already completed), the information is stored as a new maintenance
  • If the Zendesk status information for a maintenance is within the stored information (but there are differences between the two), the information is stored as an updated maintenance
    • If the update is it being resolved, the item will later be deleted from the data/maintenances.yaml file
• Creates a new commit to the project updating the data/incidents.yaml and data/maintenances.yaml files (if there are any new or updated items)
• Makes posts to the #feed_status-zendesk-usgov Slack channel detailing any new or updated items

Changing the Zendesk US Government system checker

To make changes to the Zendesk US Government system checker, you will need to create a MR in the project repo. The exact changes being made will depend on the request itself.

After a peer reviews and approves your MR, you can merge the MR (which will have them applied on the next triggered run).

Common issues and troubleshooting

This is a living section that will have items added to it as needed.

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